Method and system for computer based communication control and management

Abstract

An audio communication system including a communication server with an operator interface coupled to a network and one or more audio communication terminal clients coupled to the network. The communication server is advantageously implemented in a PC based system connected to a network. The network may include the internet. In operation the server may monitor the network for a client connection request issued by one of the audio communication terminal clients. A TCP/IP network connection is established between the communication server and a client after said communication server receives a client connection request. Once the connection is established the server displays an indication of client connection request through operator interface. Alternatively an indication of the client connection request may be presented to the operator. The operator then controls the server based on inputs to the user/operator interface. The operator may respond to the remote client either by speaking, by playing a pre-recorded message or by transferring the connection and/or connection request to another communication server. The system may be have a fault tolerant feature whereby the audio communication terminal clients attempt to connect with and alternate communication server if the initial server is not available.

1 . A system comprising:
 two or more computers with multimedia audio support coupled to a network;   a software program in each computer having instructions to manage two or more network connections between said computer and two or more dedicated audio communication terminals on said network;   at least two audio communication terminals, each coupled to said network and containing a network address, an audio transducer, an audio codec and processor connected to said transducer to exchange audio communications data and command control signals between the computer and the audio communication terminals over the network and,   wherein said audio communication terminals provide real time audio connectivity and contain program instructions to establish a first network connection between said terminal and a first computer at said network address, to monitor connection status of said first network connection, and to establish a network connection to a second computer at a second network address if said first network connection fails;   wherein the computers receive network connection requests from said dedicated audio communication terminals and upon establishment of a connection a computer and an audio communication terminal can exchange data and digitized audio; and   wherein the computer software contains instruction to control the network connection state and the audio modes of the audio communication terminal.   
     
     
         2 . The system according to  claim 1 , wherein said connection is a wireless network connection. 
     
     
         3 . The system according to  claim 1 , wherein said audio communication terminal further comprises a voice activated threshold sensor signaling the transmission of digital audio data. 
     
     
         4 . The system according to  claim 1 , wherein said software program further includes command protocol instructions capable of distinguishing audio information from command control codes. 
     
     
         5 . The system according to  claim 1 , wherein said command control signals are switch control signals. 
     
     
         6 . In an audio communication system having a first communication server with an operator interface coupled to a network, a second communication server coupled to said network and one or more audio communication terminal clients coupled to said network, a communication method comprising the steps of:
 monitoring the network for a client connection request at said first communication server;   establishing a network connection between said communication server and a client providing for real time audio connectivity and command control signals after said communication server receives a client connection request;   presenting indication of client through operator interface upon establishing said network connection;   monitoring user interface for operator instruction; and   processing operator instruction and transmitting to said client an address representing an alternate server address for said second communications server to be stored in said client and to be used by said client in the absence of an operator response upon expiration of a time period.   
     
     
         7 . A method according to  claim 6 , further comprising the step of receiving data over said connection and converting said data to audio output. 
     
     
         8 . A method according to  claim 6 , further comprising the step of transmitting data representing audio information to said connection. 
     
     
         9 . A method according to  claim 8 , further comprising the step of retrieving said address representing an alternate server address from storage. 
     
     
         10 . A method according to  claim 6 , wherein the step of processing comprises transmitting an address representing an alternate server in the absence of an operator response upon expiration of a timed period. 
     
     
         11 . A method according to  claim 6 , wherein the step of processing comprises transferring said connection to an alternative communication server. 
     
     
         12 . A method according to  claim 6 , further comprising the steps of initiating a timeout sequence upon establishing said network connection and in the event of expiration of said timeout sequence prior to actuation of an operator instruction, transferring a communication session to an alternative operator console. 
     
     
         13 . A method according to  claim 6 , further comprising the steps of notifying one or more alternative operator consoles of the client connection request and transferring a communication session to one of said alternative operator consoles upon receipt by said communication server of a transfer request. 
     
     
         14 . A method according to  claim 13 , further comprising the step of presenting said notification through an operator interface of said alternative console and issuing transfer request upon activation through said user interface of said alternative console. 
     
     
         15 . In an audio communication system having two or more communications servers, each coupled to a network and one or more communication devices, a method comprising the steps of:
 an audio communication device for real time audio connectivity and command control issuing a network connection request to a first address associated with a first communications server stored in said audio communication device in response to a trigger at said audio communication device;   monitoring a connection status to said first communications server at said first address; and   issuing a further network connection request to an alternate address associated with a second communications server stored in said audio communication device based upon an alternate connection trigger.   
     
     
         16 . A method according to  claim 15 , wherein said alternate connection trigger is the expiration of a preset time period to establish a connection. 
     
     
         17 . A method according to  claim 15 , wherein said alternate connection trigger is user input at said client.